A PROJECT REPORT ON

“STANDARD CHARTERED BANK JUDGED AGAINST OTHER CONTEMPORARY

FOREIGN BANKS IN THE VICINITY”

PROJECT GUIDE: SUBMITTED BY:

……………………….…. …………………………

MR. NITIN MEHNDIRATTA DIVYA MONGAMANAGER BBA (B & I) VTH SEMESTER STANDARD CHARTERED BANKBARAKHAMBA ROAD DELHI

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CONTENTS

TITLE

ACKNOWLEDGEMENT

CONTENTS

1. CITIBANK

1.1. ABOUT CITIBANK

1.2. CITIGOLD

1.2.1. IMAGE

1.2.2. CITIGOLD SERVICES

1.2.2.1. TO 1.2.2.20

2. HSBC

2.1. ABOUT HSBC

2.2. CUSTOMER GROUPS

2.2.1. PERSONAL FINANCIAL SERVICES

2.2.2. COMMERCIAL BANKING

2.2.3. CORPORATE, INVESTMENT BANKING

2.2.4. PRIVATE BANKING

2.3. HSBC PREMIER

2.3.1. GLOBAL ROLL OUT

2.3.2. INTERNATIONAL RECOGNITION

2.3.3. NEW COUNTRY

2.3.4. BORDER

2.3.5. REWARDS

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3. STANDARD CHARTERED

3.1. ABOUT STANDARD CHARTERED

3.2. PRIORITY BANKING

3.2.1. CUSTOMER

3.2.2. FAMILY

3.2.3. BUSINESS

3.2.4. PERSONAL BANKING

3.2.5. BUSINESS BANKING

3.2.6. SERVICES

3.3. CIRQUE SELECTE

3.3.1. LIFESTYLE EVENTS

3.3.2. SNAPSHOT OF EVENTS

3.4. INVESTMENT MANAGEMENT

3.5. PARTENERING WITH EXPERTS

4. ABN AMRO BANK

4.1. ABOUT ABN AMRO

4.2. PREFERRED BANKING

4.3. PRIVILEGES

4.4. CLIENTS

4.5. SERVICES

4.6. WEALTH MANAGEMENT

4.6.1. WEALTH MANAGEMENT SOLUTIONS

4.6.2. PRODUCTS AND SERVICES

4.6.3. TRACKING

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5. RESEARCH

5.1. FRAMEWORK

5.2. CITIBANK

5.3. ABN AMRO

5.4. STANDARD CHARTERED

5.5. HSBC

5.6. OPINION POLL

5.7. STRATEGY FOR HSBC TO PENETRATE THE MARKET

AND SUGGESTIONS

6. REFERENCES

6.1. INTERNET REFERENCES

6.2. RESEARCH REFERENCES

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CITIGOLD

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1 CITIBANK

1.1 Citibank is a major international bank, founded in 1812 as the City Bank of

New York. Citibank is now the consumer and corporate banking arm of financial services

giant Citigroup, one of the largest companies in the world. As of March 2007, it is the

largest bank in the United States by holdings.

Founded in 1812 as the City Bank of New York by a group of New York merchants, the

bank's first head was Samuel Osgood, who had been the U.S.'s first Postmaster General.

Subsequently, ownership and management of the bank was taken over by Moses Taylor,

a protégé of John Jacob Astor and one of the giants of the business world in the 19th

century. During Taylor's ascendancy, the bank functioned largely as a treasury and

finance center for Taylor's own extensive business empire.

In 1865 the bank joined the U.S.'s new national banking system and became The

National City Bank of New York. By 1894, it was considered one of the largest banks in

the United States, and in 1897, it became the first major U.S. bank to establish a foreign

department. In 1913 it was the first contributor to the Federal Reserve Bank of New

York.

National City became the first U.S. national bank to open an overseas banking office

when its branch in Buenos Aires, Argentina was opened in 1914. Many of Citi's present

international offices are older; offices in London, Shanghai, Calcutta and elsewhere were

opened in 1901 and 1902 by the International Banking Corporation (IBC), a company

chartered to conduct banking business outside the U.S., at that time an activity time

forbidden to U.S. national banks. In 1918, IBC became a wholly owned subsidiary and

was subsequently merged into the bank. By 1919 the bank had become the first U.S. bank

to have $ 1 billion in assets.

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1.2 CITIGOLD

Citigold is the wealth management Division of Citibank, part of Citigroup. Citigold is a

service aimed primarily at individuals who have the ability to invest in their products,

with a minimum portfolio value no less than Rs. 30,00,000/- or a similar value in the

USD. Launched worldwide in 1984, Citigold has a significant presence in the Middle

East and Asia, and also operates in Australia and parts of North and South America.

Services offered by Citigold include:

Treasury securities

Structured Products

Savings Plans

Mutual Funds and Bonds

Deposits with favorable rates

Travel Planning arrangements

Investment strategy and news

Once a customer has agreed to start an account, usually they are assigned a relationship

manager to handle their day to day banking needs and periodically update their portfolio

holdings.

In a bid to try and lure private banking customers to their service, Citigold also has

Citigold Select, which is aimed at individuals who can invest in the excess of Rs.

1,50,00,000/-. Perks are probably the best at the Select level where well heeled customers

can expect box seats at the Olympics, Omega watches, first class airfare, safaris and

invitations to exclusive concerts for Citibank's best customers.

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1.2.1 IMAGE OF STANDARD CITIGOLD CARD

Summary

This is a debit card from citigold.

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1.2.2. CITIGOLD EXCLUSIVE SERVICES

1.2.2.1 Dedicated Relationship Manager:

Every Citigold customer is provided with a dedicated relationship manager to

help their customers plan their finances. The Citigold Relationship Manager is

backed by a team of experts in the field of investments, insurance, treasury and

foreign exchange services. The customers are also given a dedicated service

manager and CitiPhone Officer to help customers with all their banking

transactions.

1.2.2.2 Citibank Multi-currency EEFC Account

This unique Account allows you to open accounts in Multi-currencies: Dollar, Pound,

Euro and Yen. It also eliminates the risk of cross conversion as well as currency

fluctuations.

1.2.2.3 Citibank Stock Power

Citigold ensures you get the most out of your security portfolio with Citibank Stock

Power. You can choose from our range of over 200 approved securities and mutual

funds to get cash against your portfolio at attractive interest rates. Along with instant

liquidity you continue to get capital appreciation, dividends, bonus, rights and all

other benefits that you enjoy on your investments. You can get up to 50% of the

current market value on the securities pledged in Demat form, subject to a maximum

of Rs. 20 lakhs.

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1.2.2.4 Citibank Loans

Citibank brings you a range of loans to meet every kind of need. The Citigold

advantage ensures that all loan applications are made easy with minimal paperwork

and minimal processing time.

1.2.2.5 Citibank Personal Loans

You can avail of a Personal Loan from Rs. 40,000 to Rs. 10 lakhs without any

securities or guarantors.

1.2.2.6 Citibank Home Loans

You can avail of a Citibank Home Loan up to Rs. 100, 00, 000/- for purchase of ready

property, property under construction, self-construction or purchase of a plot. You

can also avail of a loan for home renovation and improvement or get a loan against

your property through Citibank Property Power.

1.2.2.7 Citibank Auto Loans

You can select from a wide range of flexible schemes with the shortest turn-around

on disbursals and a wide dealer network. You can also avail of flexible tenures of up

to 84 months for select models.

1.2.2.8 Liquid Asset

Citibank Savings / Business Account

The Citibank Savings / Business Accounts come to you with a host of benefits for a

world of unmatched banking convenience.

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1.2.2.9 Easy Access to your Cash

You can use your Citi-Card - ATM/Debit Card, to access your account at over 400

Citibank ATMs and over 1,000 Swadhan and Cirrus ATMs in 128 locations in India.

You can also use your Citigold Citi-Card worldwide at over 600,000 Cirrus ATMs to

avail of your Basic Travel Quota.

1.2.2.10 Drafts at over 700 Locations in India

You can issue drafts at over 700 locations in India. Citigold Online offers you the

facility for sending drafts directly to the beneficiary in these locations. Drafts issued

at Citibank Branch locations are free of charge.

1.2.2.11 National Banking

With the convenience of National Banking, you can deposit your cheques at any of

the Citibank branches across the country and can have them cleared locally, giving

you faster access to your money.

Payable-at-par cheques at all branch locations in India

Cash delivery up to Rs. 5 Lakhs per day

You can also get your cheques picked up with just a call to the Citigold

CitiPhone.

Utility bill payments over CitiPhone or through Citigold Online for the

following

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• Mumbai - BSES, MTNL, Orange & BPL.

• Bangalore - Bangalore Telecom, Karnataka Electricity Board, Bangalore

Water Supply and Sewerage Board, Spice Telecom, Airtel, Hotline

Paging, Mobilink & Maxpage.

• Delhi - Airtel Connect, Sterling Cellular, Vidyut Board & MTNL.

• Kolkata - Spice, Command & Kolkata Telephones.

• Chennai - Chennai Telephones & RPG.

1.2.2.12 Citibank Time Deposits

Citibank Time Deposits offer you high returns on your money coupled with a range

of benefits:

• Deposits held in units of Rs. 1000 for easy liquidity.

• Flexible tenures from 15 days to 5 years.

• Overdraft facility of up to 90% against your deposit to fund another

investment opportunity.

• Automatic roll over facility to renew your deposit when it matures.

• An exclusive set of structured products like market-linked deposits.

1.2.2.13. The Account Representative Service

This service allows you to nominate someone else to do your routine banking

enquiries.

Now for the first time, you can actually delegate your routine banking to a family

member, your secretary, your accountant, or anyone else you trust.

Your Account Representative can take care of the following:

• Balance enquiries

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• Ordering of cheques books

The option is also completely safe, as your Account Representative will have limited

access to querying on your account. Which means you can delegate all your routine

transactions and spend more time on things that really matter!

All you have to do is call the Citigold line at CitiPhone or log in to Citigold Online.

Your Account Representative will be issued an Electronic Access Card and a TPIN or

IPIN, which he / she can use to do transactions on CitiPhone or on the Internet.

1.2.2.14. Citigold Business Centers

Citigold now provides you with the luxury of an office away from office. State-of-

the-art and easily available, your new Citigold Business Center is an exclusive

privilege to help you conduct your business at ease.

Eight new Citigold Business Centers have been set up at the existing Citigold Centers

across the country at the following locations: Ahmedabad, Bangalore, Chandigarh,

Coimbatore, Delhi (Punjabi Bagh), Gurgaon, Kochi and Mumbai (Andheri).

Fully equipped with its own Long Distance Calling facility, Fax and Internet

connections, the Business Centre is a new concept in convenient conferencing

especially designed for you.

The ambience is best described as understated. Warm wooden paneling

complemented by plush carpeting and well-appointed interiors. Television sets allow

you to catch up with the news, while our well-stocked library gives you that much-

needed breather amidst your packed schedule

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1.2.2.15. 24-hr exclusive Citigold CitiPhone Line

Ahmedabad 2640 4653 (GOLD)

Kolkata 2288 4653 (GOLD)

Aurangabad 563 4653

Lucknow 223 1044

Bangalore 2229 4653 (GOLD)

Ludhiana 501 4653 (GOLD)

Madurai 989401 4653 (GOLD)

Bhubhaneshwar 1600 180 2484

Mumbai 2834 4653 (GOLD)

Chandigarh 508 4653 (GOLD)

Nagpur 98226 02484

Chennai 2858 4653 (GOLD)

Nasik 1600 180 2484

Coimbatore 98940 14653

Noida 255 4653 (GOLD)

Delhi* (Gurgaon) 0124 256 4653 (GOLD)

Pune 5601 4653 (GOLD)

Hyderabad 5566 4653 (GOLD)

Surat 553 4653 (GOLD)

Indore 1600 180 2484

Trichy 98940 14653 (GOLD)

Jaipur 511 4653 (GOLD)

Trivandrum 98950 14653 (GOLD)

Kanpur 220 1022

Vadodara 232 4653 (GOLD)

Kochi 98950 14653

Vishakapatnam 98483 02484

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1.2.2.16. Citi-Alert

A pioneering first in the history of Indian banking, Citi-Alert allows you to get e-mail

/ mobile alerts on your account balances, debits and credits, due date of Credit Card

or utility bills and mutual fund related transactions.

No matter where you are traveling, within India or overseas, Citi-Alert will keep you

updated.

1.2.2.17. One Glance Statement

Your Citigold Account offers you the unmatched convenience of a One Glance

Statement of Account. The One Glance Statement gives you a comprehensive and

detailed view of all your Citibank Accounts and includes details such as:

• Current and Savings Account

• Time Deposits

• Investment Services Account (Mutual Funds & Bonds)

• Insurance Policy details

• Credit Card details

• Loan and AAFA details

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1.2.2.18 Manage your wealth wherever you are with Citigold Online

Get connected from anywhere, anytime and access a range of services offered by

Citigold Account. Citigold Online helps you access your Citigold Account, 24 hours a

day, 7 days a week.

This unique account allows you to:

• View your statement of accounts

• Order drafts

• Book deposits

• Stop payments

• Pay your utility bills

• Book the Citigold Business Center

• Subscribe / Redeem your Mutual Funds or Investments

Besides these, you can also avail of a host of other services, from the comfort of your

home or office. All this can be done with just an IPIN (Internet password). You may

call Citigold CitiPhone Line for your IPIN.

The Citigold Online demo will familiarize you with the process of conducting

transactions online.

1.2.2.19. Concierge Services

Citigold Concierge Services are rendered by International SOS on a best effort basis.

Assistance with Cinema Tickets (Only in Delhi, Mumbai, Bangalore and Chennai)

International SOS assists Citigold Customers by providing information on cinema

tickets and making the arrangements for bookings subject to availability and on a best

effort basis. This service is limited to premium cinema theatres that offer tele-

bookings, online bookings and home delivery of tickets only.

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• Hotel Bookings (Within India)

International SOS assists Citigold Customers by providing the name, address and

telephone number of hotels in India. On request, International SOS also assists in

making reservations.

• Flowers and Gifts - Referrals and Delivery (Within India)

International SOS will assist Citigold Customers by arranging for the delivery of

flowers or gifts to his/her family members or business associates.

• Dining Referral (Within India)

International SOS will assist Citigold Customers, whenever possible, by providing

information of restaurants and making the arrangements for bookings subject to

availability and on a best effort basis.

• Home Appliances and Gadgets Assistance (Within India)

In the event of appliances and gadgets in Citigold Customers’ homes not functioning,

International SOS will provide referral information regarding an appropriate service

provider and on request, arrange for a house call.

• Airline/Railway/Car Bookings (Within India)

International SOS will assist Citigold Customers by providing the name, address and

telephone number of airlines/railways and car rental companies. On request,

International SOS will also make reservations for the same.

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1.2.2.20. Real Estate Advisory Services

Citigold team provides customers with advice on various real estate investments and

helps them in leasing, buying or selling properties. Special seminars are organized

with leading real estate consultants for the Citigold customers. Even Citigold

Relationship Manager can set up these meetings and advise clients as to where invest

in terms of real estate.

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HSBC PREMIER

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2. HSBC

2.1 HSBC Holdings is the world's largest financial group in terms of market

capitalization. It was also rated the fifth largest company by Forbes 2000.Its head office

is located in the HSBC Tower (8 Canada Square) by London's Canary Wharf. The group

is named after its founding member, The Hongkong and Shanghai Banking Corporation,

a bank established in Hong Kong by Thomas Sutherland, a Scot, to finance British trade

in the Far East in 1865. Today the corporation is simply HSBC.

The bank is the fourth largest corporation in the world in terms of assets (as of Dec 31,

$1.861 trillion, while Citigroup reported $1.884 trillion). It reports its results in United

States dollars, since 80% of its earnings originate from outside the United Kingdom.

Nearly 22% of its earnings are from operations in Hong Kong, where it was

headquartered until 1991. It is the largest bank in Hong Kong, and at the end of 2005 was

the largest banking group in the world by Tier 1 capital.

The HSBC logo, known as the Hexagon, is derived from The Hongkong and Shanghai

Banking Corporation’s 19th century house flag, itself derived from the Scottish flag,

which is the angular cross that Saint Andrew (the patron saint of Scotland) was crucified

upon.

The various HSBC group members in India are:

The Hongkong and Shanghai Banking Corporation Limited

HSBC Asset Management (India) Private Limited

HSBC Electronic Data Processing India Private Limited

HSBC Insurance Brokers (India) Private Limited

HSBC Operations and Processing Enterprise (India) Private Limited

HSBC Private Equity Management (Mauritius) Limited

HSBC Professional Services (India) Private Limited

HSBC Securities and Capital Markets (India) Private Limited

HSBC Software Development (India) Private Limited

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2.2. Customer groups

HSBC splits its business into four distinct groups, on a global basis:

2.2.1. Personal Financial Services

HSBC provides more than 100 million customers world-wide with a full range of

personal financial services, including current and savings accounts, mortgage loans, car

financing, insurance, credit cards, loans, pensions and investments. The Consumer

Finance group facilitates point of sale credit to consumers, and lends money and provides

related services to meet the financial needs of everyday people.

2.2.2. Commercial Banking

HSBC provides financial services to small, medium-sized and middle-market enterprises.

The group has almost 2.5 million of such customers, including sole proprietors,

partnerships, clubs and associations, incorporated businesses and publicly quoted

companies.

2.2.3. Corporate, Investment Banking and Markets

This customer group provides tailored financial services to corporate and institutional

clients. Business lines comprise Global Banking, Global Markets, Global Research and

Global Transaction Banking.

2.2.4. Private Banking

Private Banking provides financial services to high net worth individuals and their

families in 68 cities. Over the last five years, acquired companies such as Republic New

York Corporation, Safra Republic Holdings, The Bank of Bermuda and Wealth and Tax

Advisory Services have been integrated into HSBC’s private banking business.

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2.3. HSBC PREMIER

The group has HSBC Premier as its premium financial services product - the brand name

has been used in many market places around the world. Traditionally the exact benefits

and qualification criteria have varied depending on what country you were in. Broadly

customers had a dedicated Relationship Manager, global 24 hour access to Premier call

centres, and preferential rates.

In May 2007, HSBC relaunched its HSBC Premier service simultaneously across 35

countries and territories and standardised its various offerings to include:

International

account opening

before leaving

home

Dedicated

personal

relationship

manager in each

country

Overseas

mortgage

arrangement

A single-view of

all accounts in

any location

online

Free global

money transfer

between HSBC

accounts

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Emergency help

including cash at

over 245,000

outlets 200

countries

24-hour helpline

for Premier

customers in

each country

Banking services

and lounge

facilities across

35 countries and

territories

Access to

international

wealth mgmt

products &

investment

information

2.3.1. Countries included in the global roll-out of HSBC Premier are:

Argentina

Australia

Bahrain

Bermuda

Brazil

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Brunei

Canada

China

Colombia

Egypt

Greece

Hong Kong

India

Indonesia

Jersey

Jordan

Lebanon

Macao

Malaysia

Malta

Mexico

Oman

Pakistan

Panama

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Philippines

Qatar

Saudi Arabia

Singapore

South Korea

Sri Lanka

Taiwan

Thailand

Turkey

UAE

UK

USA

2.3.2. International Recognition - Local support. Global expertise.

Wherever you go, you're never a stranger

Always Putting You First

International Premier Centres are made for preferential service, including

telephone and online banking.

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HSBC Premier staff offer free and friendly advice on places to go and

things to do while in town.

HSBC worldwide Premier hotline on +1-908-PREMIER

Security when it matters

If you lose your cash and credit cards, you can approach any HSBC

branch overseas to obtain emergency cash.

If you lose your Premier credit card, call collect on +1-314-275-6781 and

get it cancelled immediately and arrange card replacement on the next day.

Emergency cash can be arranged before you receive the new card. You can collect

the cash at over 245,000 outlets across 200 countries.

Wherever you are in the world, it's easy to remember that you can always

call our worldwide Premier hotline on the easy-to-remember +1-908-PREMIER.

Worldwide Assistance

HSBC Premier is there at any latitude

2.3.3. Getting started in a new country

Work abroad, buy an overseas retreat or retire in a dream location. Whatever your

situation, HSBC Premier gives you the latitude to bring your bank along with you

with one call even before you arrive. And if you are already our Premier customer

in one country, you can join Premier in the new country with the local minimum

balance requirements waived!

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Ready and waiting

New account number within three working days and your cards and

chequebooks within ten working days.

Your very own HSBC Premier Relationship Manager will take care of

your banking needs and offer local guidance.

We can transfer your credit history so that you can enjoy similar credit

levels in your new country.

2.3.4. Banking without borders

Transfer funds online between your accounts instantly and for free.

View and manage your HSBC accounts online through a single logon using

Global View.

Personalised, end-to-end assistance to get your banking service established in a

new country.

Local country guides to help you prepare by finding out more about the country

you are travelling/moving to.

Expert guidance from our knowledgeable staff

2.3.5. Privileges and Rewards

HSBC Premier MasterCard® credit card gives you the latitude to explore the world

A local credit card with a world of benefits

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Enhance all of your trips, with the credit card that has wide international

acceptance. The HSBC Premier credit card has all the features, benefits and

rewards you would expect from a premium credit card, plus so much more.

Rewards

Rewards programme offers 2 Reward points for every Rs. 100 spent on your

HSBC Premier MasterCard ® with exciting redemption options including

shopping vouchers, dinning and personal accessories.

Up to 4 airline miles against Reward points earned on every Rs. 100 spent on your

HSBC Premier MasterCard ®.

Upgrade your status on JetPrivilege

As an HSBC Premier MasterCard ® credit cardholder, enjoy complimentary

upgrade up to JetPrivilege Gold tier.

Home & Away programme

HSBC Premier MasterCard ® is your access to shopping and dining privileges at

thousands of outlets across over 40 countries and territories.

A Worldwide safety net

If you lose your Premier credit card, call collect on +1-314-275-6781 and get it

cancelled immediately and arrange card replacement on the next day. Emergency

cash can be arranged before you receive the new card. You can collect the cash at

over 245,000 outlets across 200 countries.

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Premier add-on credit cards are available to ensure your family can access money

when they need it most.

Emergency support services apply to any family members holding an additional

Premier credit card.

Travel Cashback

 

HSBC and MakeMyTrip.com brings you travel gains wherein you can get upto

10% cashback on airline tickets, hotels and holiday packages.

Travel bookings made on MakeMyTrip.com using your HSBC MasterCard ® can

now get:

3% cashback on all domestic airlines

5% cashback on international airlines

10% cashback on hotels and holiday packages

This benefit is available round the year, on all airlines, hotels and holiday packages

featured on MakeMyTrip.com - the largest travel company in India.

Personal Accident - Insurance Cover

HSBC Premier credit cardholders are covered for up to Rs.1 Crore in the event of loss of

life in an air accident. For loss of life due to other accidents the cover is Rs.10 Lakhs.

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Travel Guard is a "Global Travel Protection" policy underwritten by the Tata AIG

General Insurance Company Limited (Tata AIG). Travel Guard may be purchased by any

resident Indian between the ages of 6 months and 70 years (for travel abroad on business

or leisure).

Of course, every Tata AIG travel product sets benchmarks on service excellence,

worldwide coverage and value for money.

Travel Insurance from Tata AIG

First to launch on-line travel insurance

In-house assistance service AIG-Assist in US & Canada; ISOS for rest of the

world

AIG presence in over 130 countries

Use your HSBC Premier MasterCard ® and enjoy exclusive access to premium airport

lounges across India. Present any Credit Card at the MasterCard ® lounge in the

Domestic and International Airports in Delhi, Mumbai, Kolkata, Chennai and Cochin

listed below.

International Airport Domestic Airport

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Mumbai

Clipper Lounge- Terminal 2a near gate 3 Clipper Lounge - Terminal 1b

Clipper Lounge - Terminal 2c Clipper Bar and Restaurant-Terminal 1a

Kolkota

Clipper Lounge Top Deck Restaurant and Bar Lounge-Domestic

Cochin

Clipper Restaurant and Lounge

Chennai

Clipper Lounge

New Delhi

Clipper Lounge

0% Fuel Surcharge

 

HSBC Premier MasterCard ® provides the unique benefit and convenience of a Petrol

Surcharge Waiver.

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HSBC waives the surcharge that is ordinarily levied on credit card petrol purchases for

customers who use HSBC Premier MasterCard ® on spends between Rs. 400 and Rs.

4000 (both amounts inclusive) per transaction on petrol in any city and at any pump in

India.

Save 2.5% fuel surcharge at any pump any place

Offer valid round the year

Applicable for each fuel purchase between Rs. 400 and Rs. 4000 per transaction

Lower Interest Repayment Options

Balance Transfer

Transfer other bank credit card outstandings (any amount above Rs.3,000) to HSBC

Premier MasterCard ®

Interest savings for longer durations by opting for 6 months at 0.75% p.m. (9% p.a.) or

the Perpetual BT option.

Savings with 0% interest for 3 months

Flexibility with 6 month & Perpetual BT options

Convenience with 'Balance Transfer on Phone' and 'Balance Transfer on Internet'

Lower Interest Repayment Options

Loan on Phone

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Your HSBC Premier MasterCard ® provides you with an easy way to pay for the holiday

of your dreams, jewellery, new TV or a computer through the exciting new 'Loan on

Phone' feature. It allows you to pay for your purchases (of a minimum of Rs.5,000) on

your HSBC Premier MasterCard ® in convenient monthly instalments.

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STANDARD CHARTERED PRIORITY BANKING

3.1. STANDARD CHARTERED BANK

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Standard Chartered Bank is a British bank headquartered in London with operations in

more than fifty countries. It operates a network of over 1,600 branches (including

subsidiaries, associates and joint ventures) and employs almost 60,000 people.

Despite its British base it has few customers in the United Kingdom and 90% of its

profits come from the Asia Pacific Region, South Asia, the Middle East and Africa.

Because the bank's history is entwined with the development of the British Empire its

operations lie predominantly in former British colonies, though over the past two decades

it has expanded into countries that have historically had little British influence. It aims to

provide a safe regulatory bridge between these developing economies.

It now focuses on consumer, corporate and institutional banking, and on the provision of

treasury services – areas in which the Group had particular strength and expertise.

Standard Chartered is listed on the London Stock Exchange and the Hong Kong Stock

Exchange and is among the top 20 constituent members of the FTSE 100 Index.

On Tuesday 18th September 2007, Standard Chartered plc agreed to buy American

Express Bank for around $860 million from American Express.

The Standard Chartered Group was formed in 1969 through a merger of two banks: The

Standard Bank of South Africa founded in 1863, and the Chartered Bank of India,

Australia and China, founded in 1853.

As its operations came under threat from nationalization programmes in the countries in

which it was present in the 1970s, the bank sought expansion in developed countries,

particularly the USA.

A Standard Chartered Bank (HQ) in Singapore.

It also proposed a takeover of The Royal Bank of Scotland Group, which would have

given it a substantial base in its home country, but this was prevented by a counter-bid

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from The Hongkong and Shanghai Banking Corporation and then blocked by competition

authorities in 1981. When a hostile takeover bid was made for the Group by Lloyds Bank

in 1986 this was successfully defeated. After this, Standard Chartered entered a period of

change.

The bank made provisions against third world debt exposure and loans to corporations

and entrepreneurs who could not meet their commitments. It then began a series of

divestments as it sought to re-focus itself on emerging markets.

It divested its stake in the Standard Bank of South Africa in 1987 in response to anti-

apartheid pressure and today that bank is one of its major competitors in Africa.

In 2000, Standard Chartered acquired Grindlays Bank from ANZ Bank.

The Chartered Bank opened its first overseas branch in India, at Kolkata, on 12 April

1858.  Eight years later the Kolkata agent described the Bank's credit locally as splendid

and its business as flourishing, particularly the substantial turnover in rice bills with the

leading Arab firms.  When The Chartered Bank first established itself in India, Kolkata

was the most important commercial city, and was the centre of the jute and indigo trades. 

With the growth of the cotton trade and the opening of the Suez Canal in 1869, Bombay

took over from Kolkata as India's main trade centre.  Today the Bank's branches and sub-

branches in India are directed and administered from Mumbai (Bombay) with Kolkata

remaining an important trading and banking centre

3.2. PRIORITY BANKING

38

Priority Banking – The personalized wealth management program at Standard Chartered

Bank. Banks motive is to be the Right Partner in all personal and business ventures of the

customers. That's why Priority Banking has been tailored to offer the highest level of

service, appropriate to your unique requirements and status.

At Priority Banking, the customer, his family and his business come under priorities.

3.2.1. Customer

At Standard Chartered, customer is accorded priority status, wherever he goes. As a

Priority Banking customer, the expertise of a dedicated Customer Relationship Manager

and the support of a highly specialised team of financial experts to plan, build and protect

your wealth are given. In addition, a wide range of personalised and exclusive services

reserved for those with your distinctive status are given.

3.2.2. Family

At Standard Chartered, no compromise has to be done for the family. As our Priority

Banking customer, loved ones will benefit from your privileged status:

Moreover, Priority Banking will take care of all banking and financial requirements so

that you have time to spend on more important things in your life, namely and family.

3.2.3. Business

As someone with exacting business standards, you rightly expect the best from your

bank. Standard Chartered would be a professional business partner. It’s the bank’s

priority to treat customer’s business as one by extending Priority Banking benefit.

Experts provide you customized solutions in the areas of insurance, securities backed

lending, commercial and residential mortgages, trade services and foreign exchange

services that help meet the long-term business goals as well as immediate cash flow

39

requirements, all designed to make the business do better. Exclusive invitations to

networking events like investment talks, forums and seminars are also offered.

3.2.4. Personal Banking

Excess plus Savings Account gives you the power to use funds in your account to

make purchases at over 65,000 merchant locations in India and 12,000,000

worldwide. You can access cash at over 13,000 ATMs in India and 870,000 Visa

Network ATMs Worldwide. All this through your globally valid Priority Debit

cum ATM card.

Your Priority Debit Card also doubles up as your membership card and provides

you a host of benefits like higher withdrawal limits, zero fuel surcharges and

much more.

3.2.5. Business Banking

Enhanced Business plus Current Account provides you a package of benefits that

helps you save both time and cost and meets all your business banking

requirements.

Free drafts up to Rs. 60 lakhs on correspondent bank locations.

Faster clearing of cheques gives you faster access to your funds at no additional

cost

Remote Pay facility allows you to get drafts delivered on the same day to any

address in 42 locations

3.2.6. Other Banking Services

40

Free Doorstep Banking gives you the facility of getting cash, drafts, pay orders

and cheques picked up or delivered to your home or office. You can also request

for these services according to a fixed schedule-daily or weekly, as per your

convenience.

Free Net Banking facility gives you access to all information about your accounts,

any time of the day from anywhere in the world.

Dedicated Priority Banking Help lines allow you to transact on your account from

the comfort of your home or office, at any time of the day.

2-in-1 Account combines the safety and returns of a fixed deposit with the

flexibility of a savings or current account.

Charge free banking privileges like free pay orders/ drafts on Standard Chartered

branch locations, and free Payable at Par cheque books are available to you.

Demat Accounts, opened free of charge, meet your custodial and transacting

needs on securities.

Car and Home Loans come to you at preferential rates and nil processing charges.

Locker facilities at our branches are provided to you at a 50% discounted tariff.

A pre-approved Global Gold Credit Card is offered to you free for life with

enhanced credit limits.

Free Personalized Self Carbonizing at PAR cheques book.

41

3.3. Cirque Selecte

3.3.1. 'Cirque Selecte' is a series of unique lifestyle events, open to the privileged

Priority banking customer, which cater to the preferences of the customers in sports,

music, dining, literature and entertainment while giving the opportunity to meet and

interact with other like-minded members of the Priority Banking program.

At 'Money Talks', a series of seminars on financial and investment-related

subjects, a platform for interacting with eminent personalities from the world of

finance is given. An opportunity to learn about other investment avenues like

derivatives, real estate, gold and art is also given to the customers.

As a Member of our Movie Club, you would be privy to exclusive movie

previews and specially organised screenings.

Cirque Selecte programs tie in perfectly with the exclusive lifestyle that the

customers enjoy. The aim has always been to offer exciting and entertaining

experiences. Priority Banking is about offering investment options, banking

services or lifestyle privileges.

3.3.2. A Snapshot

42

Here’s a snapshot of some of our Cirque Selecte events organized specially for

Priority Customers in the past

Mumbai & Chennai – India (November 05)

Harry Potter and the Goblet of Fire

Priority Banking clients were treated to an exclusive preview of this years box off

hit – Harry Potter and Goblet of Fire organised at various theatres in Mumbai

(Inox and Fame Adlabs) and Chennai (Sree) during the second week of

November, 2005.

Kolkata – India (October 05)

“Nari” – A Breathtaking fusion of Art, Music and Fashion

Priority Banking clients were treated to “Nari”, an exclusive preview of paintings

by Wasim Kapoor based on the theme, with a backdrop of a fashion show

featuring some of country’s top designers in Kolkata on October 7th, 2005.

Kolkata & Delhi – India (August 05)

Mangal Pandey -'The Rising'

As part of the Movie Club offering, our priority banking clients were invited to an

exclusive preview of Mangal Pandey -'The Rising' organised at the cities (Kolkata

& Delhi) well known movie theatres.

Mumbai – India (June 05)

‘Tarkash’ - a poetic extravaganza by Javed Akhtar

Priority banking clients were held in rapture by the noted poet and lyricist Javed

Akthar who enthralled the audience with his poetry that reflects his philosophical

musings. The event was organized at the Taj Lands End hotel, Mumbai on 24 th

June, 2005.

Kolkata – India (December 04)

43

An evening of Fusion Music over Cocktails at ITC Sonar Bangla Sheraton

Towers was arranged. Fusion music performance by some of India’s classical

music maestros playing in consonance with Subhen Chatterjee along with his

band Karma was organized. The evening was organised in association with ITC

Sonar Bangla Sheraton Towers, Kolkata on December 15th, 2004.

Delhi – India (November 04)

A fulfilling day of Golfing at Jaypee Greens

Priority banking clients were invited to exclusive golf event on the 27th of

November, 2004, held at the Jaypee Greens in New Delhi where they got to

hobnob with captains of corporate India.

3.4. Investments Management

At Standard Chartered, we believe in making, investing a unique, hassle-free and

rewarding experience for you. Our four-step investment process has been

designed to help you make the most appropriate investment decisions, customized

to your financial needs and goals.

3.5. Partnering the Experts

44

Through our alliances with expert financial service providers we bring you some

unique and exclusive investment options both in India and abroad.

Being one of the largest distributors of third party mutual funds in the country we

offer you a wide variety of debt, equity and balanced funds to choose from.

Principal Protected products enhance your yields while preserving your capital.

Equity Advisory Services, available through portfolio management solutions,

provide you assistance in your direct equity investments.

Asset Allocation products like open ended Fund of Funds, give you the benefit of

auto-rebalancing your portfolio in accordance with your risk profile.

Offshore investment options in line with RBI and SEBI guidelines.

Life and General Insurance solutions, brought to you in association with our

partners, give you the security of wealth preservation and protection.

Maximizing Value from your Investments

To provide you instant liquidity to meet your personal and working capital

requirements we offer you funds against the security of your investments.

Finance against Securities (FAS) offers you a unique range of overdraft and loan

facilities against the security of your Shares, Equity and Debt Mutual Funds, RBI

Bonds, US-64 Bonds and India Millennium Deposits. These are available to you

at highly preferential rates, nil processing charges and simplified account opening

formalities.

45

ABN AMRO VAN GOGH BANKING

4. ABN AMRO

46

With assets over US $504 billion and an AA credit rating, ABN AMRO Bank ranks

among the top 10 banks in the world in size and strength. Our international network

comprises 3,568 branches and offices in over 320 cities and 76 countries and territories,

with over 100,000 highly qualified staff. As a global bank, we can handle the most

complicated cross-border transactions, yet we also understand the subtleties of local

markets.

4.1. ABN AMRO in India

Traditionally known as a strong diamond financing bank, ABN AMRO today offers

unparalleled suite of client services in India.

By leveraging ABN’s global reach and drawing on the expertise of our team of research,

sales and trading, equity capital market and M&A advisory professionals, ABN has led

many of the biggest and most innovative landmark transactions in India for Corporate

and Institutional Clients.

In addition, ABN also offers a broad range of transaction banking products, fixed income

and foreign exchange products and services including sales and trading, fixed income

origination, derivatives, structured lending and commodity financing.

For Business Banking clients, ABN offers top quality services in trade finance; business

loans; supply chain management, credit facility; payment and cash management-

solutions that help small to medium size businesses enhance cash flow, boost overall

business efficiency and capitalize on new opportunities.

Through a diverse range of product offerings including personal loans, credit cards,

savings accounts, financial planning, investment and insurance services, ABN AMRO

meets the everyday financial needs of over a million Personal Banking clients in India.

In addition ABN AMRO has Van Gogh Preferred Banking which represents a new

standard of relationship banking which has been exclusively created to offer an enhanced

47

level of service to demanding individuals. Van Gogh preferred banking services offers a

wide range of wealth maximization opportunities offering new standards of freedom,

access, advice and service.

ABN AMRO Broking offers world class research, timely advice, extreme ease of use and

swift real time transaction systems for clients.

Private Banking Services in India offers select and premium clients a comprehensive

range of quality Portfolio Advisory Services along with a sophisticated execution

platform. ABN aids in enhancing their wealth with premium services including

Investment advisory,

Non-discretionary portfolio management

Investment funds

International estate planning and trust.

Asset Management in India is among the fastest growing asset managers with just two

years of operations in the country. Backed by the favourable market conditions and a

strong focus on the business ABN has an ever-increasing and widening distribution and

aim to emerge as a leading player in the Indian asset management industry. Leveraging

ABN Group's comprehensive research and diverse range of investment products, ABN

offer the clients investment options in fixed income, equities, money markets and

structured products.

The Microfinance program of ABN AMRO, the largest amongst its peer foreign banks in

India, is aimed at delivering credit to the target community of rural poor woman through

intermediaries called microfinance institutions. ABN today services 26 MFIs across 16

states in India with over 390,000 customers receiving micro financing small loans of

USD 200 or less. Aim is to reach a million customers by 2009. During the annual

Sustainable Banking Awards ceremony held by Financial Times of London, ABN

AMRO India was named the Sustainable Bank of the Year in the Emerging Markets

category - both in the Asia region as well as globally.

48

4.2. Preferred Banking

Van Gogh Preferred Banking, inspired by the creativity of the post-impressionist artist,

Vincent Van Gogh, ABN has made Preferred Banking an art form. Like the Van Gogh

masterpieces, where beauty lies in the detail of the brushstrokes, every fine detail is

looked after while crafting banking and wealth management solutions for the clients.

Van Gogh Preferred Banking is the finest standard in relationship banking for the most

demanding businesses and high net worth individuals. It offers an enhanced level of

services and products for wealth management and business banking requirements. At Van

Gogh Preferred Banking, the philosophy is to maximize financial opportunities for the

clients and transform routine banking into a memorable and profitable experience. A

dedicated Relationship Manager along with a team of Product Specialists and Service

Managers identify and maximize financial opportunities for you.

India's Leading Preferred Banking Service

ABN AMRO introduced Van Gogh Preferred Banking in India in the year 2002.

Offered across all 27 branches in 20 cities, it has emerged as the preferred choice

for clients, for both, wealth management and business banking requirements. This

is further corroborated by Van Gogh Preferred Banking being one of the largest

wealth managers of Equity Mutual Funds and Insurance in the country

Van Gogh Value Promise

49

At Van Gogh Preferred Banking the philosophy of identifying, inspiring and

maximizing financial opportunities for the clients is delivered through a seamless

banking and wealth management experience with the help of dedicated

Relationship Managers and a team of Product Specialists and Service Managers.

Maximizing Financial Opportunities

We strive to make the most of every financial opportunity for the clients by

delivering unmatched experience and value through innovative, differentiated and

tailor-made solutions. Needless to say, ABN’s vast talent pool, deep local market

knowledge, global research & analytical expertise and state-of-the-art technology

are leveraged to deliver a superior experience.

Dedicated Relationship Manager and team of Product Specialists

A dedicated Relationship Manager with a vast, multi-faceted experience in

financial services, works with a team of certified and experienced Product

Specialists from domains like Investments, Insurance, Banking, Trade and

Foreign Exchange, Loans and Direct Equity to provide customized solutions to

the customers. In addition, a team of dedicated Service Managers ensures all the

transactions and service requirements are catered to flawlessly.

4.3. Exclusive Privileges

50

ABN has a suite of privileges designed exclusively for the clients-

Premium and exclusive Lounges in all branches to offer convenience and privacy

while transactions.

Exclusive Bank By Phone numbers in all the cities are available 24 x 7

Privileged Doorstep Banking services

365 days multi-city banking for extended hours - 10 am to 7 pm

Invites to exclusive Lifestyle Events featuring established artists from varied

fields and Investment Seminars with leading wealth management experts

Exclusively designed Van Gogh Preferred Banking at par cheques book and Gold

Debit Card indicating your privileged status.

4.4. Our Clients

Our clients range across individuals and non-individuals such as:

Senior Management of Top Companies

Top-notch Professionals

Successful Business Owners and Entrepreneurs

Small and Mid-sized Companies, Exporters, Business Houses

Embassies, Trusts, Clubs, Societies

Celebrities, Artists, Sportspersons, Senior Citizens, Wealth Inheritors

Van Gogh Preferred Banking clients are amongst the highly demanding elite of the

society and get a service that matches their status

4.5. Products and Services

51

Customized solutions to maximize financial opportunities

Van Gogh Preferred Banking is dedicated to serving the needs of high net worth

individuals and businesses.

Clients with substantial financial assets confront a situation of considerable

complexity and opportunity. The Relationship Manager and team of Product

Specialists at Van Gogh Preferred Banking help clients navigate these

complexities to take advantage of opportunities while paying close attention to

factors that may affect individual circumstances.

The ability to leverage technology and provide an open architecture platform for

our Relationship Managers enables them to draw an unmatched breadth of

products and services - both proprietary and non-proprietary. Delivering best-in-

class solutions are critical, to both the clients' and bank’s success.

Clearly, achieving the best results requires highly sophisticated resources and

ABN at Van Gogh Preferred Banking has the best at customer service

4.6.1. Wealth Management Solutions

52

Van Gogh Preferred Banking client will have an access to a wide range of

differentiated wealth products, identified through a rigorous process of research

and evaluation and specifically designed for investors with significant assets.

Van Gogh Wealth Management Philosophy

ABN’s core philosophy is to maximize wealth opportunities for our clients by:

Understanding the client’s needs and to provide unbiased wealth management

advice to achieve financial goals.

Helping clients grow, manage and preserve their wealth through the optimization

of risk, return and liquidity.

Providing Sound Investment Planning and Advice identified through a rigorous

process of research and evaluation and facilitated by professional and experienced

Wealth Managers along with a team of certified Product Specialists and

Investment Counselors.

Continuous Portfolio Management by reviewing markets, new opportunities and

client's individual risk profile conditions to keep them abreast of changes and new

investment opportunities. This facilitates timely portfolio reviews and re-

balancing, as and when appropriate.

Dedicated Wealth Manager and the team of Product Specialists

 

53

A dedicated Wealth Manager, with a vast, multi-faceted experience in financial

services, works with a team of certified and experienced Product Specialists from

domains like Investments, Insurance, Banking, Trade and Foreign Exchange,

Loans and Direct Equity to provide customized solutions to the needs of the

customer.

Wealth Managers have access to a broad range of research, evaluation and

advisory resources that allow them to evaluate current situation, design optimal

asset allocation strategies, understand risk, and provide ongoing reviews of

investment performance. This creates a wealth management process that can

extend beyond investments and beyond moments in time, inspiring maximization

of wealth opportunities for the customers.

Planning, Advice and Management

 

Consistent and structured wealth management approach strives to leverage every

opportunity of wealth creation for our clients.

Financial Needs Analysis

As a first step, ABN understands various short, medium and long term financial

goals and liquidity needs.

Risk Profiling

ABN identifies the customer’s risk appetite depending on the life stage, personal

wealth and desired time horizon of investments.

Asset Allocation and Investment Proposal

54

ABN’s open architecture approach to wealth management has a wide variety of

options, from which ABN identifies suitable asset classes (Equities, Fixed Income

instruments, Bank deposits etc.) that best align to the risk profile of the customer.

Continuous Portfolio Management

ABN Relationship Managers continuously review markets, new opportunities and

individual risk profile conditions to keep the customer abreast of changes and new

investment opportunities. This facilitates timely portfolio reviews and re-

balancing, as and when appropriate

Market Intelligence

 

To help clients reach their financial goals, Wealth Managers at ABN look for

opportunities in changing markets, stay abreast of economic and political

landscapes, and provide insightful advice based on all these factors. ABN Clients

have access to research analyst teams from India and ABN’s global desk, who

cover macroeconomic trends, equities, fixed-income securities, asset allocation

strategies, and global financial developments. Some of the available knowledge

tools are:

Economic Research Reports - Economic fundamentals and industry sectoral

watch.

Weekly Reports on Markets - Encapsulating developments in the preceding week

and analyzing trends for the coming week.

Investment Advice - Expert Speak

4.6.2. Comprehensive Range of Products and Services

 

55

Sophisticated investors require top-quality investment strategies and products.

Keeping this in mind, ABN offers:

Mutual Fund Strategies:

To take advantage of opportunities across a spectrum of sectors, styles and

market capitalization to cater to needs for wealth creation as well as regular

income with added benefits of:

1. Flexibility of investment style and time horizon

2. Risk diversification across sectors and capital market products

3. Liquidity as per your needs

4. Professional management to analyze options based on research and

experience

5. Regulation for investor protection

Fixed Income Strategies:

To create a diversified, tax-efficient investment plan that addresses capital

preservation, current income, and capital appreciation with an array of

portfolio products

Insurance Strategies:

To employ protection and long term wealth creation benefits complemented

by efficient tax planning

Direct Equity Strategies:

56

To provide innovative and highly differentiated solutions - Retail Broking

services and demat services

Alternative Investment Product Strategies:

To cater to your specific needs through strategic asset allocation

Personal Banking Strategies:

To take care of your regular banking transaction needs with 365 days a year

branch access and round the clock account access through Internet, Bank by

Phone, ATM and mobile. Customers also earn royalty points for using your

bank account!

Loan Product Strategies:

To provide an array of loan products - mortgages, car loans, loan against

securities, personal loans at competitive pricing

Smart Gold Credit Card

57

4.6.3. Tracking Progress

 

Wealth management process doesn't stop once a client's plans are in place and

investments have been selected. In fact, a key part of Van Gogh Preferred

Banking service is focused on keeping the clients informed about their progress

toward maximizing financial opportunities.

Performance Review:

A Wealth Manager and Product Specialist schedule regular meetings to

review performance of the client’s portfolio and advice on next steps.

Account Statements:

Best in the industry Portfolio Statement along with updates on the portfolio’s

performance at regular intervals is provided. With Net-Banking a customer

can also access detailed portfolio statements anywhere, anytime.

Active Alerts:

Investment alerts in the form of email / SMS to update you on your Mutual

Fund transactions.

58

RESEARCH

59

5.1. Research Framework

During the field study, various branch offices of other competitive banks in around

Gurgaon were visited. These included:

HSBC Bank, JMD Plaza Building, MG Road, Gurgaon, Haryana.

Standard Chartered Bank, New Delhi, 2-3 Vasant Lok, New Delhi.

ABN AMRO Bank, Vatika First India Place Tower B Ground Floor, MG

Road, Gurgaon, Haryana.

Citibank, Ground Floor, DLF Square, M Block Jakaranda Marg, DLF,

Phase-II, Gurgaon, Haryana.

5.2. Citibank Gurgaon Observations

The Citibank Gurgaon branch is located right on the N.H. #8, giving it a lot of

visibility. The branch is located on the ground floor and has two entrances providing

easy access to customers. The premier customers have a private parking space

reserved exclusively for them. The branch has a premier banking lounge which is

located at an easily accessible place. However the branch has a common reception

desk for both the premier and non-premier customers. The premier lounge has a

pleasant ambience with comfortable sitting arrangement. The lounge has a library

with books on tour and travels, history of India etc. and also lots of business and news

magazines. The lounge is also equipped with a television set and a separate internet

access room. The internet access help clients to access their online account at the

branch itself. The branch also has separate client rooms where the Client meeting

with Citibank staff is held. The back office is located on the 2nd floor with the ground

floor being completely dedicated for customer interaction. The branch head’s cabin

though is located on the ground floor signifying accessibility to the customers.

60

5.3. ABN AMRO Bank Observation

The ABN AMRO bank Gurgaon branch is also located at a very prime location inside

the Vatika first India place building. The branch is located on the ground floor and

very easily visible and accessible to the customers. The Premier banking centre

however is very small in its size. The premier lounge is very small with a seating

capacity of only one. The lounge though has a small library and television set.

However there is no provision for an internet access point. The customers meeting are

held at the back office itself.

5.4. Standard Chartered Bank Observation

Standard chartered does not have any premier banking center in Gurgaon. Hence The

Vasant Vihar center was visited. This centre is located in a very prime location of

“Priya complex”. The place is easily accessible and very much sought after. The bank

is located on the ground floor. Clients are offered private parking space. The premier

lounge is has comfortable sitting arrangement and also has a library and television.

There is a separate internet access point located in an isolated cabin providing

customers privacy while accessing the net banking facility. The office area is not

accessible to the customers.

5.5. Comparison with HSBC Premier Gurgaon

HSBC Gurgaon branch office is located at a very prime location in JMD plaza

building. The HSBC branch also provides customers with private wallet parking

space. The HSBC premier lounge is located on the second floor whereas entry is from

the ground floor which is dedicated for non banking purpose. Therefore, in this aspect

the premier lounge in city bank branch office 31 is much more easily accessible. Also

the premier lounge in city bank is much more spacious. The HSBC premier lounge is

61

also equipped with a library, television set and internet access point. The internet

access point, however, should be located in a private cabin which would provide

customers privacy while accessing their net banking facilities. Also after non banking

hours customers use the back office area as an exit which should be avoided. The

office cabins in HSBC are being used fro meeting with the clients. However as these

cabins are also being used for office work there is a lot of movement in these area

which is very disturbing for a client sitting in the premier lounge. In city bank as the

entire back office is completely in accessible to the customers the bank thus provides

a better ambience to its customers.

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5.6 OPINION POLL

What are the eligibility criteria to become a member of HSBC Premier?

What is the rate of interest that you offer to HSBC Premier Memberso For Fixed Deposits?

o For Loans?

What facilities do you offer to HSBC Premier Members

63

1. A minimum average quarterly relationship balance - Rs. 20, 00, 000/- for

Indian residents.

2. For NRI individuals, the relationship balance comprises of Rs. 25, 00,000/- in

deposits with the bank.

Best rate is 7.75% for 299days

Best rate is 8.25%

o In Account perspective?

o In Wealth management perspective

64

1. Comfy Customer : A customer gets a premier lounge where a customer experiences a thorough comfy and hassle free customer experience.

2. Relationship Management : A dedicated Customer Relationship Manager who’ll keep the premier customer updated about latest plans, schemes, funds and IPO’s etc.

3. International Recognition : Walk into any International Premier Centre out of 250 pf them present all over the world, show the Premier ATM/Debit/Credit Card and they’ll immediately resolve your problems with basic banking transactions and provide you with preferential access to all the services.

4. Broking Services : HSBC Securities India Holding Services Ltd. Bring you the convenience of executing buying and selling transactions.

5. Home Banking : This includes physical delivery of cash up to Rs.2, 00,000/- and receipt or delivery of cheques, drafts etc via special couriers.

6. High Cash Withdrawals : About Rs.1, 00,000/- per day from any HSBC/VISA ATM in the world.

7. No bounce cheque protection : You can avail ‘no bounce cheque protection’ of up to Rs. 1, 00,000 on any HSBC Premier cheque you issue.

8. Consolidated Statements : With consolidated statements of your account, you get a snapshot of your portfolio with the bank.

9. One world, one helpline any language and country, everything made local.10. Immediate help for lost cards or wallets and replacement on the very next day.11. Single Log on : A premier customer can access all his HSBC accounts through

the world with a single log on.12. Free fund transfer between your HSBC accounts present in different countries

in different currencies.13. Tax Advisory Services are also available free of cost to the Premier account

holders.14. Premier Credit Card is acceptable at 24mn locations around the world.15. Updates : HSBC Premier’s international network provides regular updates on

global and local market performance. You can access this information through internet & through relationship manager, preparing you to make right choices.

16. Preferential Rates : Premier brings you preferential rates and a host of bank charge waivers.

17. 24hour banking services :18. Safe Deposit Locker Service :

65

A mutual fund: A mutual fund is a type of investment where a number of investors’

money is pooled together and used by the fund manager (referred to as Asset

Management Company or AMC) to invest in securities with the objectives of the

scheme.

By Structure:

1. Open ended funds

2. Closed ended funds

By Asset Category:

1. Debt Funds

a. Cash

b. Floating Rate Funds

c. Short Term Income Funds(STIF)

d. Dynamic Bond Funds

e. Income/Bond Funds

f. Gilt Funds

g. Fixed Maturity Plans

2. Equity Funds

a. Diversified Equity Funds

i. Large Cap Funds

ii. Mid/Small Cap Funds

b. Flexible Capitalisation Funds

i. Flexible Capitalisation Funds

ii. Index Funds

c. Sector/Theme Funds

3. Hybrid Funds

a. Monthly Income Plans

b. Balanced Funds

What kind of free offers do you provide to the HSBC Premier

Account holders?

Can you put some light on account security for members of HSBC Premier?

66

Few of them would be

1. Every customer earns 2 reward points on every Rs.100/- spent on the HSBC

Premier Credit/Debit card which thereby provides more ways to indulge in

broader world of opportunities with shopping, dining, entertainment, cruises

and other travel packages.

2. Reward points earned on HSBC Premier MasterCard can be redeemed for

miles on airlines like Jet Airways, Kingfisher, Indian and Singapore Airlines

with up to 4air miles on every Rs.100/- spent and can be redeemed when

accounts for number of air miles for a particular destination.

3. PVR Tickets for Gurgaon Customers can also be redeemed for points earned

for the money spent on HSBC Premier credit/debit Cards.

4. Food and Drink Vouchers can also be redeemed for premier customers.

5. Discount Coupons for premier customers at Shopping malls can also be

redeemed.

6. HSBC has invited its customers to attend Live Plays at Sea fort.

1. Immediate help for lost cards or wallets and replacement on the very next day.

What all events do you organize for your HSBC Premier members?

67

1. HSBC invites its Premier Customers to various meetings, seminars and

talks to Luxury Hotels over dinner and cocktails.

2. HSBC has invited its customers to attend Live Plays at Sea fort.

3. Free Movies at PVR for whole family.

4. HSBC Premier has organized a lunch show at Hotel Ashoka by Hema

Malini.

5. Premier has regularly organized events with the AMALTAS Society of

Laburnum, because 60% of Laburnum residents hold accounts at HSBC

Premier Gurgaon.

6. HSBC Premier had organized a modern art and painting exhibition cum

sale at the branch itself exclusively for premier customers that won huge

accolades from the customers.

7. HSBC Premier had recently organized a Golf event at Golden Green Golf

Resorts Gurgaon only for premier customers, and in the past HSBC

Premier has regularly organized Day/Night Golf Events at DLF Golf Club

and Delhi Golf Club.

8. HSBC had recently organized a Premier show of English Movie Namesake

at PVR Saket.

9. HSBC Premier regularly organizes investors meet at every launch of a

fund in Premier Hotels in and around Gurgaon which generally takes place

once or twice a month.

10. HSBC is right now scheduled to exhibit a live theatre performance

featuring Mahesh Manjrekar and _ at Radisson NH-8 only for its premier

customers.

What all facilities do you provide to HSBC Premier Members’ family members?

What overseas help items do you provide to HSBC Premier Members?

o For banking purposes?

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For HSBC, The Family of any Premier Customer of HSBC is a Premier customer.

Therefore, all family members inherit the esteem of HSBC Premier by default.

1. International Recognition: Walk into any International Premier Centre out of

250 of them present all over the world, show the Premier ATM/Debit/Credit

Card and they’ll immediately resolve your problems with basic banking

transactions and provide you with preferential access to all the services.

2. One world, one helpline any language and country, everything made local only

to premier customers.

3. Immediate help for lost Premier cards or wallets and replacement on the very

next day.

4. A premier customer can access all his HSBC accounts through the world with a

single log on.

5. Free fund transfer between premiers present in different countries in different

currencies.

6. HSBC Premier Credit Card is acceptable at 24mn locations around the world.

7. HSBC Premier offers better exchange rate of foreign currency, to its premier

members than other regular account holders.

o For investment purposes?

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1. All premier customers are guided regularly with all latest updates on wealth

management whichever country they are in at present or whichever country they

hold a premier account.

2. They are informed about every up-to-the-minute investment opportunity and

securities floated in the market and are invited to various fund launch get-

togethers at leading hotel lounges irrespective of their presence anywhere in the

world.

What products are offered from HSBC bank to HSBC Premier Members?

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HSBC has tie ups with almost all the mutual fund, equity, insurance, asset management

companies and offer products to its premier customers at better rates with respect to its

regular customers.

To be precise:

1. Portfolio Classification

a. Growth Funds

b. Income Funds

c. Balance Funds

d. Money Market Mutual Funds

e. Specialized Funds

f. Leveraged Funds

g. Index Funds

h. Hedge Funds

2. Functional Classification

a. Open Ended Schemes

b. Closed Ended Schemes

3. Geographical Classification

a. Domestic Funds

b. Offshore Funds

What are different plans for mutual funds generally or with HSBC?

Who all are your Wealth Management Partners?

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In order to cater to a range of investors, there are various investment plans like

Growth Plans

Income Plans

Dividend Re-investment Plan

Systematic Investment Plan (SIP)

Systematic Withdrawal Plan (SWP)

Retirement Pension Plan

Insurance Plan

HSBC has a tie up with almost all

Mutual funds,

Equity,

Insurance and

Real estate companies

to manage wealth for their premier account holders.

How would you rank the services from the following foreign banks to

their Premier/Priority customers?

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HSBC Premier at HSBC - ______2_____

Van Gogh at ABN Amro - ______3_____

Priority Banking at Standard Chartered - ______4_____

Citigold at Citibank - ______1_____

5.7.MARKET STRATEGY TO PENETRATE FOR

HSBC PREMIER GURGAON

HSBC Premier is one of the globally linked up banking

service that enables you to explore and seize rich opportunities the world has to offer.

In addition to a host of value added services, you will be provided with a Relationship

Manager, who will partner you at every stage of life to understand your goals and help

you chart a course for your success.

The Strategy for HSBC Premier to grow in the vicinity of Gurgaon on the basis of

Analysis and Comparison of all the contemporary foreign banks around is as follows:

Suggestions regarding branch Environment:

1. HSBC Premier does not have a good parking space at Gurgaon Branch. A good

parking space is essential for an elite customer. It is also a part of service from the

bank to the customer.

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2. Premier Lounge at Gurgaon branch is comfortable but at times jam-packed place

to sit, that can me embarrassing sporadically, this should be averted and the entire

block should be covered for the premier only.

3. There should be someone to greet customers at front office desk and make them

sit and relax when their Relationship Manager is being called. The client should

not have to wonder which way to go.

4. HSBC should also provide the Real Estate Advisory Services for its premier

customers.

5. Internet Access should be from a private cabin and in the premier lounge.

Suggestions regarding making new customers:

1. New joining of senior corporatists in various multinational companies should be

tracked regularly through personal contacts/referrals as well as through

professional surveys.

2. Owners of all registered private limited companies should be

3. Personal visits to the premier customers should be very frequent along with

telephone calls.

a. Optimum frequency, after having asked few premier customers, should be

bi-monthly for broad-spectrum/common motives

b. And they should be as recurrent as possible for new securities being

offered and plans/promotions/schemes.

4. Premier Customers should be given regular emancipation and free-ships, and

should be made to realize that they are being benefited by being a premier

member to the bank. Classes should be made for the differentiation of the services

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which should depend on the amount of money of the customer that lies with the

bank, thereby, basic bank policy services being the same for example:

a. Class 5: Above 25 and below 50Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free

PVR Tickets and Shopping coupons/vouchers or discount coupons

for this class of premier customers.

ii. Invite regularly these premier customers to attend live plays like

the recently done at Sea Fort.

iii. This class of customers should be given regular discount on

various services at premium Gymkhana/Golf clubs in the vicinity,

if the customer doesn’t own the membership, then proper guidance

should be given on that, and discounts should be given on the

membership fee as well to the customer.

iv. Immediate help for lost cards or wallets and replacement with in

one day.

v. Family of any Premier Member of HSBC should be a Premier

Member by default.

b. Class 4: Above 50 and below 90Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free

PVR Tickets and Shopping coupons/vouchers or discount coupons

for this class of premier customers.

ii. Free food and drink vouchers at premier lounges in various luxury

hotels and clubs for customers with family.

iii. Invite regularly these premier customers to attend live plays like

the recently done at Sea Fort.

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iv. Premier customer earns 2 reward points on every Rs.100/- spent on

the premier card which thereby provides more ways to indulge in

broader world of opportunities with shopping, dining,

entertainment, travel packages.

v. This class of customers should be given regular discount on

various services at premium Golf clubs in the vicinity, if the

customer doesn’t own the membership, then proper guidance

should be given on that, and discounts should be given on the

membership fee as well to the customer.

vi. Immediate help for lost cards or wallets and replacement with in

one day.

vii. Family of any Premier Member of HSBC should be a Premier

Member by default.

c. Class 3: Above 100 and below 180Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free

PVR Tickets and Shopping coupons/vouchers or discount coupons

for this class of premier customers.

ii. Free food and drink vouchers at premier lounges in various luxury

hotels and clubs for customers with family.

iii. Invite regularly these premier customers to attend live plays like

the recently done at Sea Fort.

iv. Premier customer earns 2 reward points on every Rs.100/- spent on

the premier card which thereby provides more ways to indulge in

broader world of opportunities with shopping, dining,

entertainment, travel packages.

v. This class of customers should be given regular discount on

various services at premium Gymkhana/Golf clubs in the vicinity,

if the customer doesn’t own the membership, then proper guidance

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should be given on that, and discounts should be given on the

membership fee as well to the customer.

vi. Reward points earned on HSBC Premier MasterCard should be

redeemed for miles on airlines like Jet Airways, Kingfisher, Indian

and Singapore Airlines with up to 4air miles on every Rs.100/-

spent

vii. Immediate help for lost cards or wallets and replacement with in

one hour.

viii. Family of any Premier Member of HSBC should be a Premier

Member by default.

d. Class 2: Above 180 and below 250Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free

PVR Tickets and Shopping coupons/vouchers or discount coupons

for this class of premier customers.

ii. Free food and drink vouchers at premier lounges in various luxury

hotels and clubs for customers with family.

iii. Invite regularly these premier customers to attend live plays like

the recently done at Sea Fort.

iv. Premier customer earns 2 reward points on every Rs.100/- spent on

the premier card which thereby provides more ways to indulge in

broader world of opportunities with shopping, dining,

entertainment, travel packages.

v. This class of customers should be given regular discount on

various services at premium Gymkhana/Golf clubs in the vicinity,

if the customer doesn’t own the membership, then proper guidance

should be given on that, and discounts should be given on the

membership fee as well to the customer.

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vi. Reward points earned on HSBC Premier MasterCard should be

redeemed for miles on airlines like Jet Airways, Kingfisher, Indian

and Singapore Airlines with up to 4air miles on every Rs.100/-

spent

vii. Immediate help for lost cards or wallets and replacement with in

one hour.

viii. Family of any Premier Member of HSBC should be a Premier

Member by default.

e. Class 1: Above 250Lakhs

i. HSBC should invite its Premier Customers to various meetings,

seminars and talks to Luxury Hotels over dinner and cocktails Free

PVR Tickets and Shopping coupons/vouchers or discount coupons

for this class of premier customers.

ii. Free overseas travel package can gifted to an extremely brand

worthy customer of this Premier Class.

iii. Free food and drink vouchers at premier lounges in various luxury

hotels and clubs for customers with family.

iv. Invite regularly these premier customers to attend live plays like

the recently done at Sea Fort.

v. Premier customer earns 2 reward points on every Rs.100/- spent on

the premier card which thereby provides more ways to indulge in

broader world of opportunities with shopping, dining,

entertainment, travel packages.

vi. This class of customers should be given regular discount on

various services at premium Golf clubs in the vicinity, if the

customer doesn’t own the membership, then proper guidance

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should be given on that, and discounts should be given on the

membership fee as well to the customer.

vii. Reward points earned on HSBC Premier MasterCard should be

redeemed for miles on airlines like Jet Airways, Kingfisher, Indian

and Singapore Airlines with up to 4air miles on every Rs.100/-

spent

viii. Immediate help for lost cards or wallets and replacement with in

one hour.

ix. Family of any Premier Member of HSBC should be a Premier

Member by default.

5. HSBC Premier Gurgaon should start the service of property advice for premier

customers and should link up with local estate agents & builders for the purpose.

6. Regular Updating and testing of various services being provided to the premier

customers at the branch level, using dummy customers drill exercises.

7. All relationship managers should be tested regularly with drill exercises and tests

so as to test their banking knowledge and capabilities which will help them

comply with the policies of the bank to provide hassle free premier customer

experience.

8. Premier Service Managers should also be given proper training for crisis as well

as customary service to the premier customers and should remember all the rules,

regulations, terms and conditions of various securities as well as the bank itself.

They should be tested on the same regularly as well.

9. If and when required, one PSM should individually be allotted to one PRM

because very often it is observed that PSM is overloaded with the tasks, which

thereby devalues the services and hence the name of the Bank.

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10. Bank’s automated processes should be much more efficient than what they are at

present, since this factor may kill and deflate the energy levels of PRMs and

PSMs.

6. REFERNECES

6.1. Internet References

http://www.hsbc.co.in

http://www.abnamro.co .in

http://www.standardchartered.co.in

http://www.citibank.co.in

6.2. Research References

HSBC Bank, JMD Plaza Building, MG Road, Gurgaon, Haryana.

Standard Chartered Bank, New Delhi, 2-3 Vasant Lok, New Delhi.

ABN AMRO Bank, Vatika First India Place Tower B Ground Floor, MG

Road, Gurgaon, Haryana.

Citibank, Ground Floor, DLF Square, M Block Jakaranda Marg, DLF,

Phase-II, Gurgaon, Haryana.

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